Director, Product Innovation & Customer Journey Analytics
Greater St. Louis Area
Program manage an annual investment portfolio for the Patient Journey product, set the priority for continuous platform buildout and enhancements with Technology partners leveraging Agile methodology, and serve as the Product Owner conducting client facing product engagements in our state-of-the-art innovation Lab, manage/develop internal product messaging, and training, to executive and senior leadership across the Cigna/Express Scripts enterprise business and analytic teams. Analytics delivered in 2020:Repeat Caller Journeys–A new reporting dashboard that highlights repeat caller journeys by client and by lowest NPS/customer satisfaction scores. Leveraged by our call center, this new capability combines a view into digital channel struggle and call efforts that enable customer service teams to proactively intervene when members are truly strugglingCall Center Transcripts Natural Language Processing–A new data science capability deployed at the scale of millions of calls, which will provide precision insights into member and patient care advocate discussions across the PBM book of business. This will unlock precisely why members are calling at a far deeper level than today’s call reason tracking codes. Capabilities will unlock unmet needs to grow the business (new products/services) as well as uncover existing service and product deficiencies that might otherwise go unrealized and transform call center continuous improvement strategiesServed as a change agent for the enterprise by leveraging customer analytics to surface “inconvenient truths” that drive operational efficiency, improve customer experience, patient outcomes, and drives differentiation in the marketplace to grow our underlying PBM businessCustomer Journey Product-Delivered a net-new patient Journey Analytics platform, framework, and analytics capability operational with 11 cross-channel data sources, consisting of both quantitative and qualitative, and containing over 30 Billion data points.
